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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Conditions of Site Use
- Shipping & Delivery
- Your order is received in our Niagara-on-the-Lake store where our ladies review it before processing and packing it with the greatest care, looking for any special instructions that you may have provided.
Our standard shipping service is Canada Post, Expedited Parcel Service. This service is cost effective and provides fast, insured delivery and on-line package tracking. Orders received by 1 pm EST are generally shipped the same day so you can get your favourite Crabtree & Evelyn product as soon as possible, after placing your on-line order with us.
EVERY order gets our priority with standard shipping rates, so Express Service, at additional cost is not required.
To provide the most cost effective shipping service to all our customers, we have two shipping offers.
Free Shipping in Canada is provided on orders of over $95 of regular priced merchandise. Discounted items are not included in the calculation to qualify for Free Shipping. Shipping charges are kept as low as possible, and are calculated based on the specific items you are ordering and where it is being shipped in Canada.
From time to time we offer exceptional promotions such as 20% off. During these promotions, free shipping is not available, but our standard, low cost shipping rates are applied based on the size and destination of your shipment in Canada. This way, depending on what you wouldl like to purchase (large or small) and regardless of where you live in Canada, you can determine the best time to order on line.
The chart below is designed to give you an approximation of the delivery timeframes by province. An actual estimated delivery date, at the time of placing your order online is also provided..
Shipping To Estimated Delivery NL, PEI, NB, NS 2 - 3 business days (main cities)
+ 1 - 3 business days (other areas in the province)ON, PQ 1 - 2 business days(main cities & Southern Ontario)+ 1 - 3 business days (other areas in the province)MB, SK, AB 3 - 4 business days (main cities)+ 1 - 3 business days (other areas in the province)BC, NU, YK, NWT 4 - 6 business days (main cities)+ 1 - 3 business days (other areas in the province)- Business days refers to Monday to Friday, Holidays excluded
- Saturday and Sunday delivery are not available unless offered by Canada Post in your area
- We process on-line orders 7 days a week. Orders received over the weekend are shipped on the next business day.
- A physical address that can be delivered to by Canada Post is required.
- We may request signature on orders over $200.00 or on any orders shipped to a business address.
- Customers are responsible for all shipping charges for packages that are returned to us because of incorrect shipping details, or if the recipient does not accept the shipment within the time specified by Canada Post. Any refund will be less all shipping costs associated with such an order.
International Shipments
We only ship to Canadian locations. Our goal is to provide the best total on-line experience for customers looking to purchase Crabtree & Evelyn product in Canada. Please contact www.crabtree-evelyn.com for further information about shippnig orders within the United States and www.crabtree-evelyn.co.uk for further information about shipping orders within the United Kingdom.
- Privacy & Security
- We understand and respect your concerns about privacy and security when shopping online. Your information is treated confidentially, responsibly and is used for for one reason - to help serve you better. We appreciate it, when you do give us permission to contact you by email for promotional purposes, and we take this responsibility seriously. We certainly dislike excessive email's in our business and personal lives and do not want to over-use our welcome in contacting you, even after you have given us permission to do so. We like to send our customers special offers, but we also know that everyone is bombarded with information these days, so we work hard to make sure that any promotional communication is kept to a maximum of once a month. Even so, rest assured that you can request to be removed from any communication list, at any time.
Your credit card information is not stored on our servers and is entered in a secured manner in the checkout process that complies to the regulations specified by the Canadian Banking Industry for electronic credit card processing.
However, no security measure is perfect, and you should be aware that there is always a certain amount of risk that personal information provided could be disclosed without your consent and as a result of no fault on the part of Crabtree Niagara. Should you be concerned about the issue of confidentiality and the use of your credit card on the Internet, we do invite you to order by phone with a Sales Associate in our store at 905-468-4741. We can be reached 7 days a week, 10 am - 5 pm, EST
- Returns
- We want you to be happy with your purchases. You may return any product to us for a full product refund up 60 days from the date you received the product provided the following:
- The product has not been used, it is in its original packaging and the packaging has not been damaged
- A copy of a Return Authorization E-Mail with your original Order # referenced has been enclosed with the package. This is required to ensure that the appropriate account can be refunded for the return items.
- Costs and risk for returned product are assumed by you. The refund will be processed promptly upon our receiving the returned merchandise. It is recommended that product be shipped back to us with "proof of delivery"
- A full refund of the purchase price on items purchased will be provided by the same method of payment used for the original purchase. Shipping charges are not refundable. If items were shipped with a "free shipping" offer applied a standard shipping rate of $12 will be deducted from the total invoice amount and applied as a shipping charge. This will not be refunded.
- If promotional items were included as part of the original sale, these need to either be also returned, or the origianl Full Retail Value of these promotional items will be applied to this refund transaction.
- Returns are to be shipped to 15 Queen Street, PO Box 1150, Niagara-on-the-Lake, ON, L0S 1J0.
- Please email us as ask.marilyn@crabtreeniagara.ca to advise that a refund is being shipped back to us so that we can be sure to look out for it and action it as soon as it is received.
- Ordering
- As you shop a listing of your purchases is displayed in the PoP-Up Cart visible at the top of the screen. You can click on Details to view this at any time and Close to remove this window from your screen.
Once you have finished your shopping, click on the “Checkout” button on the top blue banner on the display. We will guide you through each step of the checkout process.
Step 1: Here you have the option to complete your purchase without "registering" on our web site. You will be prompted to enter in the same information but your information is not stored on our site so the next time you visit you will need to enter in all the same information again.
If you chose to "register" the same information is entered but in this event it is stored in your private account with a password that you define. Once you do register on our site your information is saved which makes subsequent shopping experiences much faster. Note that credit card information is never saved. If you are already registered you just need to log in my entering your email address and password. If you forget your password just select the "Forgot your password" option and enter in your email address. A new password will then be immediately emailed to you. You can change the password back to one that you like in the My Account section.
Existing users. If you are already registered on our site after you log in you will be provided with a list of the addresses that you have in your address book. Select the appropriate address to match the billing address on your credit card or Pay Pal account.
If your Billing Address is the same as your Shipping Address, check the appropriate box and you will be stepped forward to the payment process.
Step 2: Enter your shipping address. If you have already shipped to this address you can select it from the drop-down box options or enter in new address details. For registered users, this information will then be saved for future use.
Step 3: You can select from any shipping options available and will also get your estimated delivery date from Canada Post and also request Gift Wrapping and write a personalized message to be hand written in a card for you.
Step 4: Select your payment method and complete the required form.
Step 5: Take a moment to review your order details. Be sure to double check the shipping details since we will ship based on the information provided by you. Click on the orange Place Order button.
We will send you a confirmation email within 10 minutes with your order #.
- Pricing, Payment & Promotions
- Prices are in Canadian Dollars. Applicable HST, GST will be applied to purchases based on the shipping address within Canada. Orders are shipped from Ontario and are processed based on Federal and Ontario tax regulations.
- Your credit card is charged at the time your order is placed and items are shipped the same day, if possible. If an item you order is out of stock you will be contacted and given the opportunity to cancel this item for a full refund to your method of payment or to wait for the item to be back in stock. In this event your order will be held and shipped compllete at that time.
- Promotional offers available on Crabtree Niagara are exclusive to on-line shopping on crabtreeniagara.ca and should not be assumed to be available in any other Crabtree & Evelyn store in Canada.
- Only one promotion code may be used with an order at one time. No price adjustments are given for past purchase. Minimum purchase amounts required to qualify for a particular promotion do not include taxes or shipping charges. Discounts, promotions and coupons my include quantity limits on the number of items that may be purchased on a single order. We review each order and reserve the right to cancel any orders that do not meet pre-defined promotional rules.
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- Viewing Orders
- Registered customers can view their order history and track the status of your shipment by "logging In" and clicking on My Accounts.
- Updating Account Information
- Registered customers can view their order history and track the status of your shipment by "logging In" and clicking on My Accounts.
